Verint Acquires Contact Solutions

Verint has just announced a new acquisition, with the purchase of Contact Solutions. Now, Verint can enhance its Actionable Intelligence platform, allowing organizations to receive important insights and quickly react accordingly.

Contact Solutions is a provider of cloud-based voice and mobile customer care solutions. It uses real-time, contextual data to provide personalized self-service and agent-assisted experiences for the customer.

By combining the technology from Contact Solutions with Verint's Customer Engagement Optimization portfolio, Verint can extend engagement through all channels across the enterprise. It adds cloud-based solutions, providing enhanced voice and mobile self-service with personalization driven through analytics systems.

The personalization engine from Contact Solutions adapts call flow and interactions based on caller behavior. Additionally, the My:Time digital engagement platform extends management optimization to mobile devices and personal computers, allowing customers to start a digital conversation on any device and carry it across to others. The App2Agent functionality allows customers to transition between self-service and live service from a mobile app, mobile web, or web application.

Additionally, the Contact Solutions capabilities work well with Verint's Identity Authentication and Fraud Detection, which uses passive voice biometrics to identify callers and protect against fraud. Contact Solutions adds "upstream fraud detection" functionality, which identifies suspicious caller activity in the self-service interactions, and alerts users as appropriate.

According to Blair Pleasant of UCStrategies and COMMfusion, "Verint and Contact Solutions had been working together based on having several common customers, and Verint realized the value that Contact Solutions could provide. While Verint has some web self-service capabilities based on its Kana acquisition, it was missing voice-enabled IVR and some other omnichannel capabilities that customers were requesting."

She adds, "What Contact Solutions brings to Verint that is most interesting to me are the contextual self service and mobile capabilities, especially the ability to retain the history of the customer interaction for cross-channel persistent conversations. The My:Time Solution customer engagement platform preserves context for the customer and agent across mobile and web channels, letting customers start a digital interaction on one device and continue it on another, while making it possible to transition from self-service to live service within a mobile app, mobile web or web application. In today's mobile society, when we're constantly on the move, this is an important capability, and improves the customer experience."

For more information, visit www.verint.com.